Senior Director of Service Delivery

Description

Insurance Consulting and Technology (ICT) Technology is a dedicated software business within the broader WTW group and the worlds leading provider of analytics and actuarial modelling software to the insurance industry.

The Senior Director of Service Delivery is a senior leadership role within ICT Technology accountable for defining and delivering a best-in-class service capability across ICTs diverse portfolio of software and technology-enabled services.

The role owns the end-to-end client service experience; from service desk and incident management through to client assurance and service improvement ensuring service outcomes are high-quality consistent and commercially effective.

This role operates at the intersection of product client engagement and service operations. It leads a global multi-disciplinary service management delivery function and acts as the senior client-facing leader for service delivery representing the function in key client relationships executive escalations and senior stakeholder engagements.

The Role

Service Strategy & leadership.

• Define and execute the service strategy across ICTs product portfolio ensuring service delivery client experience and commercial priorities are aligned.

• Set the operating model direction for the service function balancing client demand cost-to-serve and continuous improvement.

• Lead cross-regional service teams (UK Manila Mexico Japan etc) with clear accountability succession planning and a high-performance culture.

• Own the translation of regulatory expectations into service design and controls embedding compliance into day-to-day service delivery (including resilience reporting and third-party management).

• Champion a client-centric service culture across product and engineering teams ensuring service considerations are embedded in product lifecycle decisions; including service introduction support and operational model design and ongoing evolution.

• Contribute as a senior member of the ICT Technology team providing service and operational perspective to broader business decisions.

• Support broader initiatives (e.g. regulatory compliance transformation tooling and commercial models etc) leveraging domain expertise.

Service delivery & performance.

• Own end-to-end service performance across all ICT products covering service desk incident management problem management and escalation handling as well as further ITIL service processes.

• Establish track and drive performance against KPIs and SLAs maintaining operational discipline and data-led management.

• Lead major incident management for complex high-impact client issues including executive-level communication resolution governance and post-incident review.

• Ensure consistent service quality across differing product stacks support models and client expectations across all geographies.

Client Service Management & Assurance

• Function as the senior client-facing leader for service delivery owning service representation in key client relationships through the support of the product stacks and their teams including service reviews and escalations.

• Own the client-facing service model: service review cadences reporting SLA governance and escalation handling.

• Lead the development of coordinated client transparent service and incident communications

• Ensure consistent high-quality client communication for incidents planned maintenance and service performance building trust and supporting client retention and growth.

Service tooling and reporting

• Define and own the ITSM tooling strategy ensuring platforms support scalable consistent service delivery across products and regions.

• Define and evolve service data reporting and client transparency capabilities ensuring cross-product visibility and actionable insight for internal and client decision-making.

• Drive standardisation and optimisation of ITSM tooling automation and self-service capability across the function.

• Identify and adopt AI-assisted capabilities (e.g. intelligent triage predictive incident detection automated resolution workflows) to improve service efficiency and quality.

• Manage ITSM and service tooling vendor relationships including contract oversight and performance management.

Service Transition & Operational Readiness

• Lead end-to-end service transition for new products and major launches ensuring operational readiness across service and client-facing service teams prior to go-live.

• Define and embed standardised transition frameworks covering support model design SLAs documentation tooling configuration and knowledge transfer.

• Coordinate cross-functional readiness to ensure capability capacity and governance are in place to support stable day-one and ongoing operations.

• Act as the service functions voice in product development and launch planning ensuring supportability requirements are defined and met before release.

Continuous service improvement & transformation

• Define and lead the service improvement agenda prioritising initiatives based on client impact operational performance and commercial outcomes.

• Drive cross-product standardisation and maturity uplift to ensure consistent service practices controls and client experience.

• Benchmark service practices against ITIL and industry standards identifying and closing maturity gaps.

• Embed a data-led improvement culture using service metrics client feedback and trend analysis to drive decisions and demonstrate progress.

People Leadership & Talent Development

• Lead develop and inspire a global multi-disciplinary service management function creating an environment of high performance accountability and continuous learning.

• Define the organisational structure and workforce plan for the service function ensuring appropriate capability capacity and geographic coverage.

• Build clear career pathways and development opportunities to attract retain and grow talent across the function.

• Manage succession planning for key roles ensuring organisational resilience and leadership continuity.

• Drive high levels of employee engagement and satisfaction fostering an inclusive and collaborative team culture across global locations.

Commercial & Cost-to-Serve

• Own the service functions OPEX budget managing cost-to-serve across service operations and balancing efficiency with client experience.

• Optimise resource allocation across onshore/offshore delivery models coverage structures and FTE planning.

• Provide input into commercial models pricing constructs and contractual service terms ensuring alignment between service capability risk and margin.

• Support sales RFP and client negotiations where service delivery is a differentiator providing commercial and operational insight.

Headlines success measures:

• Client Impact:Improved CSAT and NPS; reduced escalation rates; strong client retention.

• Quality:Increased service management maturity; improved quality of support service data and client communications; high employee satisfaction (ESAT).

• Time & Budget:On time delivery of transformation achieving people and project OPEX targets and supporting wider ICT revenue margin and retention targets etc.

• Assurance: Improved client assurance outcomes audit readiness regulatory compliance posture and transparency of service performance.
• Efficiency: Exceed client incident SLAs reduced resolution times etc.

Qualifications

What youll bring

Essential

Significant experience in service management or service delivery leadership roles within a B2B software or technology services organisation.
Proven track record leading a multi-location global service management function of 50 people.
Demonstrated experience managing and improving service delivery and client support operations with strong ITSM knowledge and practice (ITIL Managing Professional or equivalent level of practical knowledge).
Strong client-facing leadership capability with experience representing service delivery at executive and C-suite level.
Highly data-driven with the ability to translate service metrics into actionable insight decisions and improvement plans.
Commercially astute with the ability to understand and influence the commercial impact of service decisions.
Demonstrated ability to lead and develop high-performing teams in a global matrixed organisational environment.
Strong decision-making and critical thinking skills with a proactive and strategic mindset.
Experience leading complex cross-functional programmes and continuous improvement initiatives.
Experience driving organisational change and building a culture of continuous improvement.

Highly Desirable
Experience in insurance financial services or regulated B2B software markets.
Familiarity with relevant regulatory frameworks affecting software service delivery (e.g. DORA FCA operational resilience requirements).
Experience adopting AI/automation within service operations.
ITIL Managing Professional or ITIL Strategic Leader certification.
Bachelors degree in business administration Management Information Technology or a related field; MBA is an advantage.

What we offer

Enjoy a benefits package designed to help you thrive both professionally and personally. Youll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare life insurance group income protection and regular health assessments all giving you peace of mind. Secure your future with our defined contribution pension scheme featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options access to an employee assistance programme and a fully paid volunteer day to make a difference in your community. On top of these you can opt into a variety of additional perks including an electric vehicle car scheme share scheme cycle-to-work programme dental and optical cover critical illness protection and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

Were committed to equal employment opportunity and provide application interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers from the application process through to joining WTW please email

(ICTTECH CS202605R)

Required Experience:

Exec

Employment Type : Full-Time
Department / Functional Area: Operations
Experience: years
Vacancy: 1